Genesys Cloud (formerly PureCloud)

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Workforce Management - swap shift

  • 1.  Workforce Management - swap shift

    Top 25 Contributor
    Posted 11 days ago
    We found that Genesys Swap shift does not allow the following
    - partial skill or queue matching i.e. if agent want to swap shift with another agent who does not have the same set of queue or skills , system will reject. if the setting is turn off, agent can swap shift with anyone. it does not allow partial skill or queue matching
    - cross week shift trade i.e. agent can only swap shift within the same week, it doesn't support swapping shift for next week or week after etc.

    Just wanna check if there is any plan to enable the above feature coz this will incur lots of admin work to WFM Admin. Thanks.

    Annie Ng
    Accenture Company Limited

  • 2.  RE: Workforce Management - swap shift

    Posted 10 days ago
    You can configure to only require that the agents have the same queue memberships. There are no mechanisms currently in the product or planned to allow partial queue/skill matching.

    You can enter ideas at - be sure to search first to see if you can vote on an existing item. If you do enter a new idea, please provide use-cases and examples - specifically how you would envision the config side of things (e.g., does an end user have to exhaustively list queues and skills that must be matched and others that do not have to be matched or, even worse, every combination (could be hundreds to thousands) of acceptable matches versus just a simple additional item like 'must match at least 1 queue membership').

    Jay Langsford
    VP, R&D